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Customer Service Surge Supervisor
SMI is one of the most highly regarded technology producers in the human services field. We develop state-of-the-art solutions for complex human service operations. To maintain our prominence in this competitive industry, SMI recruits individuals who are technical, creative, client-focused, and most importantly willing to go the Extra Mile. In our 54th year as a family-owned and operated business, SMI considers its employees and clients part of an extended family. We are a family serving families. Our culture is one of teamwork, dedication, empowerment, and a strong emphasis on work-life balance. We offer an optimal atmosphere for career growth and achievement while remaining competitive in terms of compensation and benefits. We are multi-state operation and administrative private company with a staff of over 650 employees throughout the United States. We depend on the expertise of our SMI team to support and develop the very best systems and product lines in the industry and expect continued innovation. If you are looking for a meaningful and fulfilling career, we hope that you will consider SMI.
Key Functions/ Basic Duties:
Foster team excellence by establishing explicit performance objectives that are alighted with the company’s strategy.
Effectively manage daily call and chat volumes, assigning specialist tasks to guarantee that staff comprehensively understand their responsibilities in handling intricate financial and legal inquiries.
Execute timely performance plans and comprehensive evaluations for all direct reports, fostering a culture of accountability and professional growth
Monitor real-time agent productivity and provide immediate, constructive feedback; identify performance gaps in the month and maintain precise documentation of coaching sessions.
Lead the training and development of new hires and veterans’ staff, ensuring they remain proficient in evolving child support statues, financial logs, and enforcement remedies.
Maintain high data integrity by updating and recording daily operational metrics and shift summaries in specified management logs.
Identify and report technical impediments or ChAMP system issues to necessary personnel to minimize service disruptions.
Ensure all team actions strictly adhere to Standard Operating Procedures (SOP) for the State Disbursement Unit (SDU), Child Support Division (CSD), and general customer service areas.
Desired Knowledge and Abilities :
Knowledge of:
Policies and procedures related to Customer Service and Call Center operations
Familiarity with Child Support and SDU policies and procedures
Principles and practices of supervision
Techniques for record keeping
Proficient in the use of copiers, scanners, printers, webcams, and basic computer setup
Ability to:
Work as a team member
Work extended and flexible hours to meet strict deadlines.
Thrive in a fast-paced environment
Conduct oneself ethically and with integrity
Accurately analyze situations and implement an effective course of action
Exhibit strong interpersonal skills, including tact, patience, and courtesy
Plan and organize task effectively
Train and assess the performance of staff
Maintain confidentially with discretion
Communicate effectively in both oral and in written forms
Adjust to varying schedules and extra hours as required. This could involve weekly rotation schedules that require in-office attendance rather than remote work when business demands arise, which may also encompass weekends.
Education and/ or Experience:
High school diploma or its equivalent, along with a minimum of one year of previous experience in a supervisory role within customer service, call center technology, or a related field; alternatively, experience in an operational capacity that involved supervising or acting in a management role during the absence of management personnel.
An equivalent combination of education and work experience that provides the knowledge, skills, and abilities needed to perform the work
Language Skills:
Fluent in English
Computer Skills:
Skills in using standard computer accessories such as keyboards, mice, and 10—key pads to facility seamless navigation of case management systems.
Knowledge in software applications including Microsoft Word, Excel, and various other Windows programs.
Work Schedules Expectation: REMOTE
Perks:
Benefits effective after 30 days
Quick and easy PTO accrual
401k employee and employer contribution
Paid Training
Health Club Reimbursements
Career Growth Opportunities
Casual Dress Code
Coworkers Who Feel Like Family
We are an Equal Opportunity Employer. We are a Drug Free Workplace. #WeHireVets-Spouse #WelcomeVets